Returns & Refunds Policy
Last Updated: 28th, December 2025
Urban Cord Crafts
This Returns & Refunds Policy explains your rights and our obligations in relation to cancellations, returns, refunds, and faulty goods. It should be read alongside our Terms and Conditions.
Nothing in this policy affects your statutory rights under UK law.
1. Right to Cancel (Distance Selling – UK Consumers)
1.1 If you are a consumer purchasing goods online from the UK or EU, you have a legal right to cancel your order within 14 days of receiving the goods, without giving any reason, in accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
1.2 The cancellation period begins on the day after you receive the goods.
1.3 This right applies only to non-custom, non-personalised items.
2. Items Excluded From the Right to Cancel
2.1 The right to cancel for change of mind does not apply to:
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Custom-made or personalised products
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Products made to your specifications (including custom sizing or colour combinations)
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Gift cards
2.2 These exclusions are permitted under Regulation 28 of the Consumer Contracts Regulations 2013.
2.3 This does not affect your rights if goods are faulty or not as described.
3. How to Cancel an Order
3.1 To cancel your order, you must notify us clearly before the 14-day cancellation period expires.
3.2 Cancellation requests must be sent by email to:
📧 hello@urbancordcrafts.co.uk
3.3 You may use your own wording to cancel; no specific form is required.
4. Returning Goods After Cancellation
4.1 Once you have cancelled, you must return the goods within 14 days of notifying us.
4.2 Returned items must:
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Be unused
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Be in original condition
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Include original packaging where reasonably possible
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4.3 You are responsible for the cost of returning goods unless the item is faulty or we agree otherwise.
4.4 We strongly recommend using a tracked postal service, as returned items remain your responsibility until received by us.
5. Refunds for Cancelled Orders
5.1 If you cancel within the legal cancellation period, we will refund:
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The price paid for the goods; and
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The cost of standard delivery (if charged).
5.2 If you selected an enhanced delivery option, we will refund only the cost of standard delivery.
5.3 Refunds will be issued within 14 days of:
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Receiving the returned goods; or
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Receiving evidence that the goods have been sent back (whichever is earlier).
5.4 Refunds will be made using the original payment method.
6. Diminished Value of Returned Goods
6.1 You may handle goods to the extent necessary to inspect them, as you would in a physical shop.
6.2 If goods are returned in a condition that indicates handling beyond what is necessary, we may make a deduction for diminished value, as permitted by law.
6.3 Any deduction will be reasonable and proportionate to the loss in value.
6.4 We do not apply a blanket restocking fee for lawful cancellations.
7. Faulty, Damaged, or Not-As-Described Goods
7.1 If goods are faulty, damaged, or not as described, your rights are protected under the Consumer Rights Act 2015.
7.2 Depending on the circumstances, you may be entitled to:
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Repair
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Replacement
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Price reduction
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Refund
7.3 If a fault is reported within 30 days of delivery, you may be entitled to a full refund.
7.4 After 30 days, we may offer repair or replacement first, in line with statutory requirements.
7.5 To report a fault, please contact us with:
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Your order number
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A description of the issue
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Photographs where relevant
Send this to hello@urbancordcrafts.co.uk
8. Return Costs for Faulty Goods
8.1 Where goods are confirmed to be faulty, we will reimburse reasonable return postage costs or provide an alternative return method.
8.2 We will cover the cost of re-delivery for repaired or replacement items.
9. International Returns
9.1 International customers are responsible for return shipping costs unless the item is faulty.
9.2 Customs duties, taxes, or import charges incurred during return are the responsibility of the customer and are non-refundable.
9.3 We recommend clearly marking returned parcels as “Returned Goods” to avoid additional charges.
10. Refunds for Custom Orders
10.1 Custom or personalised items are non-refundable for change of mind, as they are made to your specifications.
10.2 If a custom item is faulty or not as described, your statutory rights apply and we will resolve the issue accordingly.
11. Returns Address
Return instructions and address will be provided once a return or cancellation is approved.
Do not return items without contacting us first.
12. Contact
If you have questions about returns or refunds, please contact us: